Nucar Volkswagen of Norwood Service

I made an appointment to have my scheduled maintenance done and to replace my overhead light after it fell off. I dropped my car off at 8:30 AM and wasn’t in a rush to pick it up, but I did expect to have it back before they closed at 6 PM. They arranged an Uber for me to get home, so I took a nap while waiting. Later, I received a notification about additional work that needed to be done. I approved only the overhead light repair because that was the main issue I needed fixed. After that, I tried calling multiple times to get an update on my car and to better understand the recommended services, but no one answered for four hours straight. At that point, my car was already finished, and I was just waiting for someone to contact me so I could arrange a ride back to pick it up. I eventually had to call the sales department just to get someone from service on the phone. When I finally picked up my car, my keys had been left inside the vehicle, the paperwork was incomplete, there was no service sticker showing when my next maintenance was due, and the paperwork was missing details about the condition of my car. The customer service was extremely frustrating. Even if they were busy, someone could have at least called me back or given me an estimated wait time instead of leaving me without any communication for hours. On top of that, they recommended a transmission service for reaching 100k miles, even though I already had that service done at 80k. It would have been helpful if someone had asked when it was last completed before recommending it again in the inspection video. I normally do not write reviews, but this experience really upset me. Based on my experience, I would recommend going to another shop for vehicle service.

Had a positive experience with James, our sales guy, and each of the people that helped us with the purchase. But, once we paid for our used car, it took us over three weeks to get it because there was a dent they were taking care of from the prior owner. They kept resetting the expectation as to when the car would be available and we had to keep checking for status because they weren't being proactive.

Last time I took my new car to be serviced I had to wait in the waiting room for 5 hours. They said it had to do with a calibration issue. But this time I just needed a single tire replaced and we are getting close to 4 hours...

I called my service advisor at 4:30pm and was told that my car would be ready by 5. I arrived at 5:30, & she said "they're bringing your car up now" (from the shop downstairs). After waiting 10-15 minutes outside, I walked back in. She casually said that the technician was taking it for a test drive. I knew that would take a while since he had to get it out onto the highway to test it at 60 mph. I told her I would have liked to know that. No apology. I didn't get it back until a little after 6:00. That's just inconsiderate. My ride wouldn't leave until after I got my car, so that inconvenienced them. But great job, as always for the past several years, by longtime Master technician Zach & technician Tom.

I wanted to express my utmost satisfaction with my recent experience at Nucar VW, which marked my initial visit to your service center. Having made the decision to switch from a less "convenient" service center, I was pleasantly surprised by the seamless and hassle-free service I received. Your modern and efficient service center truly stands out. The hassle-free experience began with the convenience of a drive-up service right to the door, eliminating the need to search for parking and walk a distance. This level of convenience is invaluable and sets Nucar VW apart. I must commend my service center advisor Kassidy, whose pleasant demeanor and attentiveness made a significant difference. Throughout the service process, I was kept informed of the progress via SMS updates, which added a layer of transparency and professionalism to the experience. Furthermore, I appreciated the option to receive additional recommended work notifications via SMS, allowing me to accept or decline the services directly from my phone and without having to leave my seat. This level of convenience and technology integration greatly enhanced my overall satisfaction. True to your commitment, the work on my Atlas was completed within the promised timeframe, demonstrating your dedication to punctuality and customer satisfaction. Based on this experience, I have no doubt that I will be returning to Nucar VW for all my future service needs. On a minor note, I couldn't help but notice the absence of a coffee machine during my visit. While this did not detract from the exceptional service I received, having such an amenity in the future would undoubtedly enhance the overall customer experience.